Job Description

AAG is a leading global manufacturer of CNC Router Machines and Knife Systems. With over 350,000 standard machine configurations and over 30 decades of experience, AAG specializes in matching machinery to customers' unique needs and budgets. Designed and built at our state-of-the-art factory in Waterdown, Ontario, and Tallmadge, Ohio, our Computer Numeric Control (CNC) machines are supplied and supported through a global network of sales and support offices and authorized dealers.



AAG is an equal opportunity employer, committed to profitable growth and responsible management for the benefit of our customers, suppliers, shareholders, and employees. Our teams are engaged and innovative and driving change throughout our Company from our production facilities to our clients, in our meeting rooms, and our communities. A diverse and inclusive work environment as we believe an inclusive company culture inspires people to stay curious, engaged, and challenged.

The Candidate

With a large and growing installation base of AXYZ routers throughout North America, this position requires a seasoned service manager to motivate a diverse team to maximize customer satisfaction with their service experience and maximize profit from the router services group.

Role Overview

The North American Router Service Manager (RTR Service Manager) is a commercially driven person responsible for managing the operational and technical elements of the North American Router Service team. This includes the service planners, the service leads and the field technicians. Implementing the strategic plans as set out by the VP Aftermarket, will be a key part of this position.

Duties and Responsibilities:

Assist the service leads to manage their teams of field service technicians: + All personnel decisions are made by the RTR Service Manager with the input of the leads
+ Bi-weekly payroll will be submitted by the RTR Service Manager with the input of the leads
+ Approve all expenses incurred by the service technicians and the service leads
+ Coordinate with the service leads to request appropriate ongoing training for the field technicians from the NA Training Manager
+ Regularly review field technician performance with the service leads and determine training requirements or other measures to improve performance
Responsible for achieving service revenue, utilization, and margin KPIs as defined in the Annual Operating Plan. Partners with VP Aftermarket on continuous improvement initiatives to drive revenue growth, cost optimization, and customer satisfaction. Ensure high levels of customer satisfaction through timely communication, ticket response, escalation management and post-service follow-up. Work with logistics and manufacturing engineering to ensure any parts needed during installations are sent promptly to allow them to be completed in the allotted time. Manage the service planners to ensure the following: + Maintain technician utilization at or above target levels through proactive scheduling, forecasting, and workload balancing
+ Service bookings meet the revenue targets as defined in the Annual Operating Plan
+ The planners know the technical abilities of the field team and schedule appropriate technicians for each installation and service call
+ The planners have specific parameters for travel bookings to provide the lowest cost of travel expenses and overtime hours for each trip
+ Technicians with sufficient technical skill are always scheduled to cover the phone support queue
Manage all aspects of the service ticket system including: + Coaching the team to handle tickets quickly and correctly and make sure they are followed through to resolution as quickly as possible
+ Continuous improvement of average ticket closing time
+ Ensuring the service technicians on phones are logged in and handling any messages left in the support voice mail
+ Handling escalations and escalating cases to the next level when prudent
+ Providing authorization on warranty claims as per the warranty policy
Work with the NA Training Manager to manage the standard tooling that all techs must have including any specialty tools (Panduit, Molex, pin extractors, transits, dial gauges, etc.). Manage the relationships with external vendors for repair services and occasionally vendors for OEM parts as well. Foster a culture of accountability, safety and continuous improvement. Additional duties as necessary to support department operations.

Education and Experience:

Electrical or electronics diploma from a credited institution Minimum 5 years in a service management role with responsibility for field technicians, service planning, and service revenue Minimum 10+ years in the CNC or machine tool industry Deep knowledge of computer systems and computer-driven manufacturing equipment

Skills:

Excellent communication skills, both written and verbal Strong attention to detail Excellent organizational and time-management skills Ability to follow directions and complete tasks Self-motivated; able to prioritize tasks and follow through with minimal supervision Self-driven, dependable, and trustworthy

Requirements:

Valid and current driver's license Eligible to rent and operate vehicles for business travel Must have a valid and current passport Must be able to travel to other countries (travel expected to be <10%)

We are committed to an inclusive, barrier-free recruitment and selection process. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code, accommodations are available upon request for applicants taking part in all aspects of the hiring process. If you require any accommodation, please advise us when contacted for an interview, and we will work with you to meet your needs.

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Experience

Required* 5+ years in a Service Management Role